System Support Engineer I/II
Company: Tranzeal Incorporated.
Location: Santa Clara
Posted on: January 24, 2023
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Job Description:
Role: System Support Engineer I/II
Location: Santa Clara, CA
Description:
System Support Engineer I/II for Process and Support Department
(Global Development)
1. Working under general supervision, the Systems Support Engineer
will perform the following activities according to approved
procedures:
a. Preventative maintenance (PM's)
b. Installation/operational qualifications (IOQ's)
c. Troubleshooting and repairs
d. Install/deinstall/move instruments and computer work
stations
e. Install software
2. All activities performed are documented accurately and in a
timely manner in the electronic instrument database according to
approved procedures
3. Provide limited IT support to laboratory systems
4. Provide effective and professional customer support at all
times
5. Learn to solve a variety of problems of diverse scope and
complexity under supervision
6. Learn to analyze alternative approaches to creatively solve
problems and/or develop new perspectives on existing solutions
under supervision
7. Establish internal/cross-functional/customer relationships
8. Comply with safety policies, practices and procedures at all
times. Maintain safe work habits and practices with regard to
safety requirements both in-house and externally at external study
sites.
Additionally, this position include logistics responsibilities that
supports a team of Service Engineers and Application Specialists
within the Development department at Roche Molecular Diagnostics
for a variety of activities. Including, but not limited to:
--- Coordinate IQ/OQ documentation: request document number from
TrackWise, assemble hardcopy IOQ documentation, obtain
pre-execution signatures, give IOQ document to service engineer to
execute, scan approved reports, update TrackWise ticket for
completion, and ship approved IOQ documents to NJ
--- Regularly update the team dashboard on status of instrument
maintenance, IOQ, and repair activities
--- Induct new instruments to the instrument management database
(RAM) to record status, location, and service events, etc.
--- Request instrument updates in RAM by submitting general
requests for IOQs, relocation, etc. and/or updating the instrument
information in the database per request(s)
--- Update instrument signage/logsheets in the labs, update
instrument logsheets on a quarterly basis, and perform regular lab
checks to assess instrument status
--- Facilitate requests for instrument service contract quotes from
vendors and creation of Purchase Orders (PO's)
--- Track vendor quotes, service POs and instrument contacts
(vendors & users)
--- Call and schedule vendor maintenance and service visits for
in-house equipment and escort vendor technicians/engineers to
appropriate lab(s)
--- Proxy work orders in RAM for vendor-performed IQ/OQs, PMs and
repairs
--- Maintain reagent inventory for instrument maintenance and OQs,
as appropriate
--- Support team members by shipping parts and reagents to external
sites, as needed
--- Reconcile logsheets quarterly against RAM database
Qualifications:
--- Associates degree in electrical or electronic engineering or
equivalent training with job related experience
--- 0 - 1 + years in medical device industry (level I) or 2+ years
in medical device industry (level II) relevant work experience with
basic knowledge of instrument support
--- Demonstrated proficiency to learn new skills/software/tools
rapidly
--- Must be able to consistently follow instructions with a
cooperative, "can do" attitude
--- Excellent written and verbal communication skills, with a
professional demeanor
--- Meticulous attention to detail to accurately document
activities in validated software tools
--- Strong organizational, multi-tasking, and time management
skills
--- Ability to be flexible with changing work priorities and follow
procedures and/or supervisor instructions with a cooperative,
can-do attitude and strong work ethic
--- Excellent follow-through on assigned action items to ensure
prompt support is provided to RMD staff working both internally and
at external sites
--- Must comply with all RMD safety policies and requirements
(training provided)
--- Experience in customer service/support and with spreadsheet
software program (e.g., Excel, Google Sheet)
Preferred:
--- Bachelor's degree or equivalent in engineering or related
field
--- 0 - 1 + years in medical device industry (level I) or 2+ years
in medical device industry (level II) , preferably "hands on "
experience with medical instrument maintenance
--- Basic understanding of molecular diagnostics products
--- Working knowledge of hand tools and electronic test
equipment
--- Knowledge of Quality System Requirements (QSR), In Vitro
Diagnostics Directive requirements (IVDD), and customer service
concepts
--- Excellent inter-personal and customer relation skills
Position Requirements:
--- This position is based in Santa Clara, CA with some work
performed in Pleasanton, CA (1-5 days per month based on business
needs)
--- Must maintain a valid driver's license
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Keywords: Tranzeal Incorporated., Santa Clara , System Support Engineer I/II, Other , Santa Clara, California
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